Global Head of Mx Support

HEAD OF MERCHANT EXCELLENCE

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Merchant Excellence team sits at the heart of Deliveroo’s marketplace—ensuring our restaurant and retail partners receive world-class support and seamless operational experiences. If you are a seasoned operations leader who thrives in complex, high-stakes environments and enjoys influencing global product and policy, this is the role for you.

We’re looking for a Head of Merchant Excellence to join our Merchant Leadership team. Based in our Manchester office with a hybrid work pattern (3 days in-office), you will be responsible for the strategic direction and performance of a c.80-person global operation across the UK and Italy.

WHAT YOU’LL BE DOING

You will be the architect of our partner support strategy, moving between high-level executive discussions and granular operational performance management.

- Strategic Architecture: Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.

- Product & Tech Influence: Partner with Product and Technology teams to shape the future roadmap. You will provide the "voice of the merchant," identifying agent pain points and advocating for self-service vs. agent-led channel strategies.

- Operational Leadership: Set and achieve department-level targets for a team of c.80 colleagues. You will design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.

- Stakeholder Management: Act as a trusted advisor to the Senior Leadership Team (SLT) and C-suite. You will lead deep dives into operational issues and present clear, data-driven solutions to complex problems.

- Culture & People Development: Foster a high-performance culture inclusive of experimentation and continuous learning. You will manage performance, drive employee sa...